Whether the ultimate goal is to win over new customers or make the back office more efficient, enterprises are searching for ways they can gain from the benefits of automation. This means the large IT and BPO service providers so many of these enterprises count on must shift their focus away from their existing offerings to expand capabilities in automation and digitization. Two substantial hurdles make this a slow process for service providers: 1) the risk of cannibalizing existing services, and 2) the hard work of changing cultural norms. I recently published an article about the challenges some service providers are facing in the new digital world. Read Turning the ship toward automation on CIO.com here.
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